Социално-психологически аспекти на културата на обслужване и професионалната етика на заетите в туристическата индустрия
Social-Psychological Aspects of Culture of Service and Professional Ethics of Workers in Touristic Industry

Author(s): Sonia Stefanova
Subject(s): Economy, Tourism
Published by: Университет за национално и световно стопанство (УНСС)
Keywords: Tourism; Culture; Service; Social Psychology; Ethics
Summary/Abstract: The present research deals with a rather interesting topic in the tourism sector, namely issues related to service culture and its socio-psychological and ethical aspects. For this purpose, an analysis has been performed of some specific features that help improve the quality of services in tourism, communication techniques and strategies have been defined, and basic rules that encourage interaction "employee – customer" have been derived. Presented in tables are three basic styles of behavior, and their potential advantages and disadvantages. A statement is put forward that customers are satisfied and become loyal to the business when they receive quality service.

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